ComplaintsforThorWorks Industries, Inc.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased 2 pails of Sealbest Driveway Patch at $21.89 per pail from our local ******* store. We thoroughly read the instructions on the pail and followed them precisely. We opened and applied about half of one pail and the results looked horrible. It does not spread evenly and ruined the appearance of my asphalt driveway. It dried with a lumpy appearance rather than a smooth appearance like the rest of the drive. We are homeowners, as this product is intended for "do it yourself". We called the customer service and spoke with ******** ****** who was not helpful and unwilling to refund the $21.89 for the one pail we tried to use. I told him we would take the other unopened pail back to ******* for a refund. Rather than stand behind the product with a refund, ******** ******* chose to blame the crappy appearance of the end result on our application. He says it's an application issue, even through we applied the product with a trowel, as the directions say to do. We respectfully disagree. Again, we request a $21.89 refund for the pail of lumpy , uneven appearance Sealbest Driveway Patch that ruined the looks of our driveway.

  Business response

  10/12/2022

  Hello,
  
  I spoke with ***** ***** on October 11th, 2022. She first let me know that she used our Pourable Elastomeric Crack Filler product and was satisfied. She then went on to state her disputes about our Trowel Grade Crack filler product. She explained that it made the area where the trowel grade crack filler was applied did not look nice.
  
  She asked for a refund on the product. Warranties and refunds do not apply to the appearance of the product. 
  
  We also recommended that once a crack filling product is applied to an asphalt pavement, you should seal coat over the surface once it has fully dried and cured.
  
  As long as the Trowel Grade Crack Filler product she used was applied correctly, and under the right temperature and depth and width specifications, it is working as intended.
  
  
  Thank you,
  
  ******** *******
  Customer Service
  ThorWorks Industries
  ************ x ***

  Customer response

  10/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:the product was applied accordingly as directed on the written instructions on the pail. After applying, the product was lumpy with clumps, rather than smooth as it should be to blend in nicely with the rest of the asphalt driveway. We are very dissatisfied with this product. ******** ******* was unhelpful, had no customer service skills, and wanted to debate with me, rather than stand behind the product. 
  
  Sincerely,
  
  ***** *****

  Business response

  10/12/2022

  Hello,

  When I talked to ***** ***** over the phone I explained to her that after the winter seasons if the product disappears from the cracks, we can refund her then. If the trowel grade material disappears from the crack before this coming Spring, we can refund the purchase price. In the meantime, please have photos emailed so we can see the unsatisfactory appearance for further review.

  Photos can be sent to, ******************. This is my direct email, where I can organize the pictures for future review. 

  Thank you,

  ******** *******
  Customer Service
  ThorWorks Industries
  ************ x ***

  Customer response

  10/14/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

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